1. St. Luke’s Hospitalist Program IHS Leadership Symposium April 17, 2012
Patient Satisfaction
St. Luke’s Hospitalist Program
IHS Leadership Symposium
April 17, 2012

2. Assessment—Press Ganey Results
Problems with current survey
No provider name on survey
Which physician is getting the marks: multiple physicians see one patient (admitting hospitalist, discharging hospitalist, consultants)
“Dr. X (consulting gastroenterologist) was terrible and was in and out in 2 minutes, but the hospitalist was superb and answered all of my questions and really spent time with me.”
Can’t get individual physician feedback
Percent returned

3. Assessment—Feedback from patients
Focus Groups
Past patients providing feedback about hospitalists
Two key themes:
1. Didn’t know what a hospitalist was
2. Handoffs difficult
Patient Advisory Council
Shared results with providers (written and videotape): hearing the patient voice

4. Action Plan—Getting the right data
New survey
Hospitalist specific survey
Pictures (and names) of two hospitalists who saw the patient the most
Provider specific data

5. Action Plan—What is a Hospitalist?
Marketing:
Article in the newspaper, article in Healthbeat magazine, Physician Practice article
TV commercial: 60 sec commercial during KCRG News
Also plays on hospital channel for patients
On St. Luke’s Hospitalist website
Name badge extenders, lab coats
Posters of “Expect to see a hospitalist”
In patient rooms
In office exam rooms of participating primary care providers

6. Action Plan—What is a Hospitalist?
Scripting
What providers say
What hospitalist nurses say
What floor nurses say

7. Action Plan—Handoffs Scripting
After overnight admission
When going off-service
Communicating amongst consultants
Posters in room: laminated team photos with easy-erase markers
Hospitalist nurses to maintain patient continuity even though docs change
Homecoming Calls

8. Physician Incentives Incentive
Physician bonus: mean score on one single question, “How well did your physician keep you informed?”
Quarterly bonus based on team results, with eventual plan for both team and individual bonuses

9. Future Direction Audits Provider specific results
Did they shake the patient’s hand? Explain what a hospitalist is? Connect the PCP? Connect to other hospitalist? Hospitalist specific survey implementation
Provider specific results
Individual and team data; blinded, unblinded
Incentive for other team members (nurses, ARNPs)
Engaging other areas of healthcare experience to further improve (nursing, techs, other consultants, etc.)

10. Questions?
Tracy Reittinger, MD Ryan Sundermann, MD
Carolyn Barko
Sandy McIntosh